TINGKAT KEPUASAN PETANI TERHADAP KINERJA PELAYANAN PENYULUH PERTANIAN DI DESA SUTOJAYAN KECAMATAN PAKISAJI KABUPATEN MALANG

Abstract

The research conducted at Sutojayan Village, Pakisaji District, Malang Regency aims to determine the service quality attributes based on the level of importance and performance according to farmers, and the level of farmers' satisfaction with agricultural extension services. Data were collected using a questionnaire, then analyzed using the Importance Performance Analysis (IPA) method and the Customer Satisfaction Index (CSI). IPA analysis shows that the attributes that affect farmer satisfaction with the service performance of extension agents in Sutojayan Village are divided into four parts, quadrant A (top priority), there are two attributes, quadrant B (maintain achievement) there are nine attributes, quadrant C (low priority) there are thirteen attributes, and quadrant D (excess) has one attribute. Farmers in Sutojayan Village stated that they were very satisfied with the field extension service's performance.



Penelitian yang dilakukan di Desa Sutojayan Kecamatan Pakisaji Kabupaten Malang ini bertujuan untuk mengetahui atribut kualitas pelayanan berdasarkan tingkat kepentingan dan kinerja menurut petani, dan tingkat kepuasan petani terhadap pelayanan penyuluh pertanian. Data dikumpulkan menggunakan kuesioner, kemudian dianalisis dengan metode Importance Performance Analysis (IPA) dan Customer Satisfaction Index (CSI). Analisis IPA menunjukkan bahwa atribut yang mempengaruhi kepuasan petani terhadap kinerja pelayanan penyuluh di Desa Sutojayan dikelompokkan menjadi empat bagian yaitu kuadran A (prioritas utama) terdapat dua atribut, kuadran B (pertahankan prestasi) terdapat sembilan atribut, kuadran C (prioritas rendah) terdapat tiga belas atribut, dan kuadran D (berlebih) terdapat satu atribut. Petani di Desa Sutojayan menyatakan sangat puas terhadap kinerja pelayanan penyuluh lapang.